Cover Story: Pats' Pact: Fans Are Family
Gelman says the goal is to be able to know each individual fan.
"They're not just a ticket," she says. "They're part of our extended family."
Take that, Brat Pack. The Pats' pact with fans may change the meaning of that mullet. After all, this customer-centric approach is progressing faster than Tom Brady's hairstyle—which re-entered the 21st century in September.